Refund policy
RETURNS & REFUNDS POLICY
Loomz Ltd
Last updated: 2nd March 2026
This policy applies to purchases made through our website.
Your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013 remain fully in place.
1. How Returns Work
Before sending anything back, please contact us so we can approve and guide the return.
We use a managed returns system via the UK-wide InPost locker network, and alternative approved carriers where needed.
Once your return is approved, we’ll send you clear instructions.
Please don’t send items to our registered office address, returns sent without approval may not be processed.
2. 14-Day Cooling-Off Period
If you change your mind, you can cancel your order within 14 days of receiving it.
Just email us at:
You then have another 14 days to send the item back.
No awkward questions, just let us know within the timeframe.
3. Sending Items Back
Once your return is approved:
We’ll send you an InPost QR code (no printing needed), or
Alternative instructions if the item is too large for a locker.
Your return is considered sent on the day it’s placed in the locker or handed to the approved carrier.
We may wait until we receive the item (or proof it’s been sent) before processing your refund.
4. Return Costs (Change of Mind)
If you’re returning an item because you’ve changed your mind:
Return shipping costs are your responsibility.
The return cost charged to us by the carrier will be deducted from your refund.
We will never deduct more than the actual return cost.
5. Condition of Returned Items
You’re welcome to inspect items as you would in a physical shop.
If an item has been used or handled more than necessary to check it, we may reduce the refund to reflect any loss in value.
All returns are inspected on arrival.
6. Faulty, Damaged or Incorrect Items (Within 30 Days)
Items should always be:
As described
Of satisfactory quality
Fit for purpose
If something isn’t right, please email us at returns@loomz.co.uk within 30 days of delivery.
If a fault is confirmed within this period, we’ll arrange a replacement or full refund.
Return shipping for confirmed faulty, damaged or incorrect items is free.
7. Evidence for Fault Claims
To help resolve things quickly, we may ask for:
Clear photos or videos of the issue
Photos of the packaging if relevant
This helps us sort things out faster for you.
8. Items Not Eligible for Change-of-Mind Returns
We’re unable to accept change-of-mind returns if:
The 14-day period has passed
The item has been damaged through misuse, modification, neglect or accidental damage
The item shows excessive wear beyond normal inspection
This does not affect your rights if goods are faulty.
9. Refunds
Refunds are issued to your original payment method.
For cancellations within the 14-day period, refunds are processed within 14 days of:
Receiving the returned goods, or
Receiving proof that the goods have been sent back.
Your bank or payment provider may take additional time to complete the refund.
10. Lost or Missing Deliveries
If your order is marked as delivered but hasn’t arrived, please email:
We’ll investigate with the courier and take appropriate action.
Responsibility for the goods passes once they are delivered to the address provided at checkout.
11. Electrical & Electronic Products
Electrical items must not be opened (the casing), modified, or tampered with.
For safety reasons, certain electrical returns may be inspected before a refund is processed.
This does not affect your rights regarding faulty goods.
12. Unauthorised Returns
Items returned without prior approval or outside of the provided instructions may not be processed.
13. Contact
For all return requests (quoting your order reference):